BT customers increasingly see the Call Center as a way to engage with the bank: 1.6 million customer interactions took place in the first half of the year.

"Customers contact the Call Center team either for assistance or to find out various information. This way of working together is a continuous source of learning for us, helping us shape even better BT experiences in the future. The record highs we saw in Call Center activity in the first half of the year, such as the 1.6 million interactions, are underpinned by investments in digital, partnerships with international fintechs and our team" – says Gabriela Nistor, Deputy CEO, Retail Banking, Banca Transilvania.

The Call Center is part of the bank’s omnichannel approach, alongside BT’s network of over 500 branches, self‑service banking and online. Through the Call Center, Banca Transilvania works with customers 24/7, providing more than 500 services and information on BT’s offering.

Details:

• Monthly inbound call volumes in the first half of the year were up +46% versus the same period last year.
• Top 5 customer requests via the Call Center: card settings; checking card transactions and transactions in the BT Pay app; support for BT24 Internet Banking & Mobile Banking; information about cards; and account and transaction details.
• In June this year, BT, in collaboration with fintech CallVU, launched BT Visual Help, an option that allows customers who call the Call Center to manage their cards easily, by phone, 24/7 and free of charge — temporarily or permanently block a card, request reissue or change transaction limits.
• Banca Transilvania continuously reviews the services it provides, including through the Call Center. In the first half of the year, BT received very positive customer feedback on collaboration with the Call Center: 8.21 points out of a maximum of 9.
• The Call Center team numbers nearly 300 people, structured as follows: customer support, telesales and issue resolution. The average age is 28.
• The bank offers assistance in six languages: Romanian, English, Hungarian, Italian, Spanish and Russian.
• January this year, the first post‑merger phase of BT–Bancpost, brought +80% higher volumes of information requests for the Call Center compared to 2018.

Coming soon: new customer communication channels

Banca Transilvania is preparing to launch two new Call Center channels for customer communication: video chat and text chat. Also new, the bank will soon introduce an open doors approach, which will mean displaying real time information on the website, such as the number of people contacting the Call Center and the number of customers currently speaking with the team.

Editor: Laura Petrehus, Deputy Director, Communications & PR, Banca Transilvania